Establishes and maintains high quality, long-term, ‘trusted advisor’ relationships with clients, allowing for both formal and informal interactions and ensuring that we always have an understanding of the actual client experience, and actual client intentions and proactively manage any risks to the relationship. Ensures service delivery in line with our client tiering model.
・Client Query Management.
Acts as a preferred point of contact for all client queries received through various channels (emails, calls, notifications from Client Relationship Managers), takes ownership and ensures adequate answers within agreed timeframes.
Handles issues and complaints in line with agreed procedure. Coordinates prompt investigation of root causes, resolution and corrective measures with relevant local and global stakeholders (e.g. for NAV and Contract Note delivery). Provides regular and comprehensive updates to Client Relationship Managers.
Maintains accurate and complete record of the client service requests and complaints in the CRM tool (Salesforce).
Shares all the relevant client information and activity indicators concerning service levels with Sales teams. Works closely with Sales to identify Clients at risk.
Ensures timely delivery of legal documents, fund information and fund reports to the Clients. This task includes preparation, accuracy checks of data and comments, as well as report delivery to the Clients.
Ensures timely and accurate delivery of client reports, in collaboration with the Reporting teams.
・Client Lifecycle Management
On-boards new accounts, coordinate account and fund changes and closing in collaboration with the corresponding centres of expertise and other internal and external stakeholders.
・Acts as the interface with clients to assist with the negotiating, implementation and modifications of distribution agreements and other legal documentation, working as required in conjunction with the centres of expertise.
・Fund Lifecycle Management
Performs duties associated with contract change, terminations and regulatory changes from the Investment Trust Association.
・Improvement and Innovation
Monitors client satisfaction at all times and work with relevant stakeholders to improve the overall quality of service provided. Communicates action plan in order to adapt the client offering and improve the overall client experience with relevant stakeholders.
Initiates and/or implements projects or changes to enhance Client Experience and improve the service provided.
Understands competitor activities and industry trends.
・Operational Risk Management
Is aware at all times of operational risk and ensures adherence to relevant procedures.
Obtains internal approval on unusual operational set-ups
・Risk and Compliance
Adheres at all times to applicable laws, rules and regulations and internal procedures (Code of Ethics, management of conflicts of interest, Client Confidentiality, …)